13 Years, 103 Issues Later

In appreciation... A dream doesn’t just happen. It takes determination, hard work and a “stick with it” mentality. This describes our long-time editor, Susan Hash. Susan and I began working together in 2000. By 2008, I was “retired,”...

Five Essential Skills of Top Customer Service Reps

According to Bain & Company, organizations that excel at customer experience grow revenues 4%-8% above the rest of the market. Often, companies don’t understand how customer experience and customer service differ or how they...

Take a Bow… Receive a Round of Applause!

The expression “take a bow” is defined by the Merriam-Webster Dictionary as “to bow toward an audience that is applauding. It is often used figuratively to say that someone deserves to be praised.” Much...
3 Easy Agent Appreciation Ideas

Top 10 Posts for Customer Service Week Inspiration

Happy Customer Service Week! No doubt you’ve already planned a week-long celebration for your customer care team that includes daily activities and recognition for their dedication and hard work. If you need a few...
Recognizing and Appreciating Others

Recognizing and Appreciating Others

In today’s world of social media, digital self-service, chatbots and AI, your frontline customer care agents are the voice of your brand and your customers’ touchpoint to humanity. It is more important than ever...
Enhance Contact Center Engagement and Performance with Meaningful Recognition

Enhance Contact Center Engagement and Performance with Meaningful Recognition

In the contact center, recognition for a job well done does wonders for boosting morale and motivation. Research by the Society for Human Resource Management (SHRM) has confirmed that effective recognition programs also have...

Celebrate National Customer Service Week

Show your staff appreciation for the important work that they do! Customer service professionals work diligently all year to protect and enhance your brand. One week every year is set aside to recognize and...
Promoting a Culture of Recognition

Promoting a Culture of Recognition

Do you have a culture of retention or turnover? Do your employees feel like they are on a progressive journey, or that the foot they’re putting forward is halfway out the door? Here are...
Contact Center Pipeline Blog